On the journey of accompanying customers, wholeheartedly serving, Bank staff constantly innovate, create to improve productivity, promote service quality improvement and create the best solutions for customers.
At 9:00 p.m., Mr. Hoang (42 years old), while watching the VTV1 Financial Flow news, was attracted by a financial solution used by SiBa Food Vietnam Joint Stock Company, a unit with about 30 food retail stores in the northern provinces and cities.
With stores, SiBa Food has thousands of customers coming in to buy every day, the accounting department has to calculate and reconcile, which takes a lot of time and makes it difficult to control cash flow. However, after using SLINK, all cash flows in and out of the company are automatically updated.
Mr. Tran Cong Van - Director of the Northern Branch of SiBa Food Vietnam Joint Stock Company said that by linking the company's ERP software with SHB's SLINK Identity Collection Service, all transactions made at the store will be immediately recorded in the accounting software. The accounting department will not need to do it manually.
SiBa Food’s previous situation was similar to that of Mr. Hoang’s business – the owner of a chain of clothing stores in many provinces and SLINK is also one of the services his company is using. In addition, the company also uses many other services of SHB such as payment, online loans/disbursements, employee salary payment, etc.
SHB's SLINK account collection service is highly appreciated for its outstanding cash flow management capabilities for customers who are administrative units such as Thai Binh University, University of Transport, School of Interdisciplinary Sciences and Arts - Hanoi National University... and enterprises owning chains; ensuring three factors of flexibility, speed, and efficiency. An interesting thing about this product is that it was built on the idea of an SHB staff member after listening to and absorbing customers' opinions and suggestions.
In addition, along with the ACAS Automated Credit Approval System, SLINK Account Collection Service are two digital solutions honored at the Digital CX Awards 2024, helping SHB become the first Vietnamese bank to win two awards at this event.
Customers – Banks: Companions
Mr. Hoang has been a customer of SHB for over 10 years, since before he became a “boss” like he is now. Recalling the time when he “worked and received a salary”, he said that although life was not too difficult, it was not abundant either. Many months when there were events or unexpected work, he had to “run” to borrow money everywhere. That was also the time when he learned about SHB’s unsecured loan program and it was also the first service he used.
After opening a chain of stores, he continued to use the loan from SHB to expand his business, while using the account to pay employee salaries and transact with partners... Now, SHB's processes are digitized and simplified but still ensure regulations and confidentiality, all operations performed online become convenient and fast.
Over the past time, SHB has become Mr. Hoang's companion on his financial journey. In return, Mr. Hoang has become a loyal customer of SHB and has more friends - employees working at the Bank in both work and life. The relationship between customers and SHB does not stop at a financial transaction, it is a connection between people and people, from heart to heart, to share and support each other.
SLINK is one of the combined products created thanks to the exchange and understanding between customers and SHB staff. With the desire to bring customers the best service, dedicated customer service, the Bank's staff learn and together create, innovate to create the best products and services for customers.
“I am attached to SHB because of the Bank’s dedicated staff. They are ready to record all questions, answer and find ways to support customers. They truly care about customers,” Mr. Hoang shared.
At SHB, it is not difficult to find customers who have accompanied us for more than ten years. And SHB continues to be a friend and companion to our customers.
Creative and innovative, to serve customers
Along with the philosophy of “from the Heart” which has become the guiding principle for all activities of the bank, the spirit of innovation, creativity and breakthrough has also spread in SHB. Following the success of last year, the “From the Heart to Use the Mind” Program 2024 promoting innovation, creativity and transformation within SHB has received the attention and participation of thousands of employees, creating a culture with its own unique character.
In 2023, hundreds of ideas were proposed by SHB staff, of which dozens of options were implemented and applied internally. For example, the local business support program "Spreading Orange" - one of the proposals participating in the contest, has been widely deployed at all SHB branches in the provinces and cities. Other products and services such as RoboX - a digital and automation solution for business processes or SHB Corporate Mobile application... are all ideas that came from the program.
With dedication to work, SHB people are constantly innovating to come up with initiatives on products, customer support services and improve performance, processes and systems. “SHB’s Board of Directors always encourages and recognizes initiatives and improvements of staff to improve labor productivity and business performance at the unit. SHB is always ready to create conditions and opportunities for staff to learn, develop and exploit their potential, from HEART to reach new heights in work as well as in life”, SHB General Director Ngo Thu Ha shared.
In 2023, SHB issued the Regulations on Recognition of Bank Initiatives and Innovations with policies and benefits to encourage, create conditions and an environment for employees to develop creativity, bringing great opportunities for SHB employees to be rewarded, honored and generate income with the initiatives and innovations they propose.
Thanks to process automation using Robots and business process management, SHB saves operating costs and increases business efficiency. The bank increases productivity by 35-50% with thousands of transactions per day. At the same time, thanks to automation, SHB has saved 85% of internal handover time between departments at branches; saving time processing payment transactions of document sets at business centers and branches.
The technology platform helps SHB transform digitally, comprehensively, and save costs, contributing to the lowest cost-to-income ratio (CIR) in the Vietnamese banking industry.
Many solutions and services are created from the journey of listening, understanding and crystallizing the intelligence, creativity and innovation of the SHB team. SHB Vice Chairman of the Board of Directors Do Quang Vinh said that the Bank always promotes creativity and is ready for new challenges. SHB has been focusing on building an open working environment with new ways of working, while inheriting good traditional humanistic values from Tam. For SHB, the success of the transformation process is not only reflected in outstanding financial indicators, but also in the satisfaction and pride of each employee when participating in the Bank's Transformation Strategy. That cultural foundation has helped SHB attract talent, create attachment with employees, join hands to develop services, solutions and develop the Bank.
In 2024, SHB is focusing resources to implement a strong and comprehensive Transformation Strategy based on 4 pillars: Reforming mechanisms, policies, regulations, and processes; People are the subject; Taking customers and markets as the center; Modernizing information technology and digital transformation and steadfastly following 6 core cultural values "Heart - Trust - Faith - Knowledge - Intelligence - Vision".
SHB sets a strategic goal of becoming the TOP 1 Bank in terms of efficiency; the most favorite Digital Bank; the best Retail Bank and at the same time the TOP Bank providing capital, financial products and services to strategic private and state enterprise customers, with a supply chain, value chain, ecosystem, and green development.
Many changes will be implemented from 2024, SHB is continuing on the journey of Innovation - Responsibility - Efficiency to conquer goals and mark new milestones.
Source: https://nhipsongkinhte.toquoc.vn/shb-doi-moi-sang-tao-de-phuc-vu-khach-hang-tot-hon-20240626121424134.htm
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